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Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale

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  1. Jin-Kyu Kim & Jae-Jang Yang & Yong-Ki Lee, 2023. "How Do Self-Service Kiosks Improve COVID-19 Pandemic Resilience in the Restaurant Industry?," Sustainability, MDPI, vol. 15(13), pages 1-21, June.
  2. Guan, Xinhua & Xie, Lishan & Shen, Wen-Guo & Huan, Tzung-Cheng, 2021. "Are you a tech-savvy person? Exploring factors influencing customers using self-service technology," Technology in Society, Elsevier, vol. 65(C).
  3. Chidera C. Ugwuanyi & Chukwunonso Oraedu & Chuka U. Ifediora & Ernest E. Izogo & Simplice A. Asongu & Ikechukwu J. Attamah, 2022. "Understanding drivers of self-service technologies (SSTs) satisfaction and marketing bottom lines: Evidence from Nigeria," Working Papers of the African Governance and Development Institute. 22/025, African Governance and Development Institute..
  4. Sohn, Stefanie, 2024. "Consumer perceived risk of using autonomous retail technology," Journal of Business Research, Elsevier, vol. 171(C).
  5. Stein, Alisha & Ramaseshan, B., 2016. "Towards the identification of customer experience touch point elements," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 8-19.
  6. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
  7. Masood Ul Hassan & Muhammad Shahid Iqbal & Ume Habibah, 2020. "Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
  8. Yuen, Kum Fai & Wang, Xueqin & Ma, Fei & Wong, Yiik Diew, 2019. "The determinants of customers’ intention to use smart lockers for last-mile deliveries," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 316-326.
  9. Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
  10. Yusra* & Arawati Agus, 2018. "The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 766-775:2.
  11. Ki-Han Song & Solsaem Choi, 2021. "A Study on the Perception Change of Passengers on Sustainable Air Transport Following COVID-19 Progress," Sustainability, MDPI, vol. 13(14), pages 1-13, July.
  12. Stuart Read & Stefan Michel & Jan H. Schumann & Kumar Rakesh Ranjan, 2019. "Pricing co-created value: an integrative framework and research agenda," AMS Review, Springer;Academy of Marketing Science, vol. 9(3), pages 155-183, December.
  13. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
  14. Powen Fang & Yaochuan Tsai & Hsinhsin Chang, 2013. "Relationship Performance on Self-Service Technology: Relationship Maintenance and Perceived Relationship Investment," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management,, ToKnowPress.
  15. Phaninee Naruetharadhol & Chavis Ketkaew & Niracha Hongkanchanapong & Piranat Thaniswannasri & Techin Uengkusolmongkol & Sirapassorn Prasomthong & Nathatenee Gebsombut, 2021. "Factors Affecting Sustainable Intention to Use Mobile Banking Services," SAGE Open, , vol. 11(3), pages 21582440211, July.
  16. Song, Christina Soyoung, 2024. "Prescriptive multi-group networks: Humanoid service robots’ value co-creation and co-destruction potentials in apparel stores," Journal of Business Research, Elsevier, vol. 183(C).
  17. Benoit, Sabine & Altrichter, Birgit & Grewal, Dhruv & Ahlbom, Carl-Philip, 2024. "Autonomous stores: How levels of in-store automation affect store patronage," Journal of Retailing, Elsevier, vol. 100(2), pages 217-238.
  18. Devina Oodith, 2019. "Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre," Journal of Economics and Behavioral Studies, AMH International, vol. 11(2), pages 79-91.
  19. Gures, Nuriye & Inan, Hilal & Arslan, Seda, 2018. "Assessing the self-service technology usage of Y-Generation in airline services," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 215-219.
  20. Orth, Ulrich R. & Malkewitz, Keven, 2012. "The Accuracy of Design-based Judgments: A Constructivist Approach," Journal of Retailing, Elsevier, vol. 88(3), pages 421-436.
  21. Sheikh Muhammad Hizam & Waqas Ahmed, 2019. "A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 11(5), pages 387-397, August.
  22. Ben Mimoun, Mohamed Slim & Lancelot Miltgen, Caroline & Slama, Boulbeba, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  23. Nicholas O Mantey & Vannie Naidoo, 2018. "Emerging Information Technologies and Delivering of Service Quality to Air Passengers: Case of South African Own-Registered Airlines," Journal of Economics and Behavioral Studies, AMH International, vol. 10(1), pages 194-206.
  24. Cheng, Yung-Hsiang & Lai, Yen-Chu, 2024. "Exploring autonomous bus users’ intention: Evidence from positive and negative effects," Transport Policy, Elsevier, vol. 146(C), pages 91-101.
  25. Chen, Yi-Ning Katherine, 2018. "Customer Acceptance of IPTV After Service Failure," 22nd ITS Biennial Conference, Seoul 2018. Beyond the boundaries: Challenges for business, policy and society 190355, International Telecommunications Society (ITS).
  26. Ku, Edward C.S. & Chen, Chun-Der, 2013. "Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 87-94.
  27. Muhammad Khan & Marwan Khan & Abbas Ali & Muhammad Imran Khan & Ihsan Ullah & Muhammad Iqbal, 2022. "Digitalization for Fast, Fair, and Safe Humanitarian Logistics," Logistics, MDPI, vol. 6(2), pages 1-18, May.
  28. Pantano, Eleonora & Viassone, Milena, 2014. "Demand pull and technology push perspective in technology-based innovations for the points of sale: The retailers evaluation," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 43-47.
  29. Tony Woodall & Julie Rosborough & John Harvey, 2018. "Proposal, project, practice, pause: Developing a framework for evaluating smart domestic product engagement," AMS Review, Springer;Academy of Marketing Science, vol. 8(1), pages 58-74, June.
  30. Shirahada, Kunio & Ho, Bach Quang & Wilson, Alan, 2019. "Online public services usage and the elderly: Assessing determinants of technology readiness in Japan and the UK," Technology in Society, Elsevier, vol. 58(C).
  31. Jong-Hyeon Kim & Jin-Woo Park, 2019. "The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
  32. Rosenbaum, Mark S. & Wong, IpKin Anthony, 2015. "If you install it, will they use it? Understanding why hospitality customers take “technological pauses” from self-service technology," Journal of Business Research, Elsevier, vol. 68(9), pages 1862-1868.
  33. Collier, Joel E. & Moore, Robert S. & Horky, Alisha & Moore, Melissa L., 2015. "Why the little things matter: Exploring situational influences on customers' self-service technology decisions," Journal of Business Research, Elsevier, vol. 68(3), pages 703-710.
  34. Tim Hilken & Ko de Ruyter & Mathew Chylinski & Dominik Mahr & Debbie I. Keeling, 2017. "Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 884-905, November.
  35. Muath I. Jaafari & Rizwana Amin & Muhammad Aamir Latif & Haya Abdulaziz Bin Ajjaj, 2023. "Calibrating Internal Communication Satisfaction within Organizations as an Auditing Index," Sustainability, MDPI, vol. 15(16), pages 1-16, August.
  36. Theodosiou, Marios & Katsikea, Evangelia & Samiee, Saeed & Makri, Katerina, 2019. "A Comparison of Formative Versus Reflective Approaches for the Measurement of Electronic Service Quality," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 53-67.
  37. Yu-Ping Lee & Hsin-Yeh Tsai & Athapol Ruangkanjanases, 2020. "The Determinants for Food Safety Push Notifications on Continuance Intention in an E-Appointment System for Public Health Medical Services: The Perspectives of UTAUT and Information System Quality," IJERPH, MDPI, vol. 17(21), pages 1-15, November.
  38. Laurentiu-Dan Anghel & Diana Maria Vrânceanu & Alina Filip & Claudia Elena Tuclea, 2015. "The impact of innovative commercial technologies on students’ behaviour of an economic university," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 17(39), pages 600-600, May.
  39. Massilva Dekkal & Manon Arcand & Sandrine Prom Tep & Lova Rajaobelina & Line Ricard, 2024. "Factors affecting user trust and intention in adopting chatbots: the moderating role of technology anxiety in insurtech," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 699-728, September.
  40. Monika Hamerska & Monika Ziółko & Patryk Stawiarski, 2022. "A Sustainable Transport System—The MMQUAL Model of Shared Micromobility Service Quality Assessment," Sustainability, MDPI, vol. 14(7), pages 1-18, March.
  41. Teresa Fernandes & Rui Pedroso, 2017. "The effect of self-checkout quality on customer satisfaction and repatronage in a retail context," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 69-92, March.
  42. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
  43. Wang, Wangshuai & Raghunathan, Rajagopal & Gauri, Dinesh K., 2022. "Powerlessness, variety-seeking, and the mediating role of need for autonomy," Journal of Retailing, Elsevier, vol. 98(4), pages 706-723.
  44. Jens Neuhüttler & Walter Ganz & Dieter Spath, 2019. "An Integrative Quality Framework for Developing Industrial Smart Services," Service Science, INFORMS, vol. 11(3), pages 157-171, October.
  45. María D. De-Juan-Vigaray & Ana I. Espinosa Seguí, 2019. "Retailing, Consumers, and Territory: Trends of an Incipient Circular Model," Social Sciences, MDPI, vol. 8(11), pages 1-15, October.
  46. Di Pietro, Loredana & Pantano, Eleonora & Di Virgilio, Francesca, 2014. "Frontline employees׳ attitudes towards self-service technologies: Threats or opportunity for job performance?," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 844-850.
  47. Mohamed Slim Ben Mimoun & Caroline Lancelot Miltgen & Boulbeba Slama, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Post-Print hal-03519230, HAL.
  48. Hoppner, Jessica J. & Griffith, David A., 2015. "Looking Back to Move Forward: A Review of the Evolution of Research in International Marketing Channels," Journal of Retailing, Elsevier, vol. 91(4), pages 610-626.
  49. de Blanes Sebastián, María García & Antonovica, Arta & Sarmiento Guede, José Ramón, 2023. "What are the leading factors for using Spanish peer-to-peer mobile payment platform Bizum? The applied analysis of the UTAUT2 model," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
  50. Jee-Won Kang & Young Namkung, 2022. "Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale," Sustainability, MDPI, vol. 14(10), pages 1-19, May.
  51. Alalwan, Ali Abdallah & Dwivedi, Yogesh K. & Rana, Nripendra P. & Algharabat, Raed, 2018. "Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 125-138.
  52. Rahman, Syed Mahmudur & Carlson, Jamie & Gudergan, Siegfried P. & Wetzels, Martin & Grewal, Dhruv, 2022. "Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact," Journal of Retailing, Elsevier, vol. 98(4), pages 611-632.
  53. Chen-Kuo Pai & Ze-Tian Wu & Seunghwan Lee & Jaeseok Lee & Sangguk Kang, 2022. "Service Quality of Social Media-Based Self-Service Technology in the Food Service Context," Sustainability, MDPI, vol. 14(20), pages 1-15, October.
  54. Bogicevic, Vanja & Bujisic, Milos & Bilgihan, Anil & Yang, Wan & Cobanoglu, Cihan, 2017. "The impact of traveler-focused airport technology on traveler satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 123(C), pages 351-361.
  55. Zaid Ahmad Ansari, 2021. "Measuring Consumer Behavior in Banking: Scale Development and Validation," International Journal of Business and Management, Canadian Center of Science and Education, vol. 14(11), pages 263-263, July.
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